Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got the insurance travel insurance through them from ****** cruise lines. It has protection of ***** loss or damage. ****** lost my daughters luggage and she had nothing to wear on the entire cruise s*** because she never got her bag. I gave them all the paperwork from ****** gave them the final number and claim number from ****** gave them their report from ****** And now they want me to file a complaint with my homeowners insurance. Why do you buy travel insurance if youre wanting me to file a claim with homeowners insurance, then why would I buy travel insurance? Im not filing a claim with my homeowners insurance and my homeowners insurance can go up double triple. If not more, I bought travel insurance to protect me when I travel when I rent a car, I buy rental insurance because it doesnt go against my own car insurance. If I get an accident the same thing here is this they are refusing to pay out my claim, and *** never filed a claim before They are a fraud and they are a scam. Ive given them all the documentation theyve asked for, but I am refusing to file a claim with my homeowners insurance so my homeowners insurance goes up in $3000. Ive already been told them if I file claim with them with this it got three grand so instead of paying $7500 a year Ill pay ****** a year from my homeowners insurance and you know what my claim for my daughters luggage is less than that so why would I do that I can barely get by now with my home insurance thats why I bought travel insurance to cover me when I travel This place is a scam and a fraud. Ive given them everything that they need. They deserve to pay me out or I should file a lawsuit against them in small claims court going for the maximum damage of $15,000.

  

  Business Response

  Date: 02/21/2024

  
  We have reviewed ***************************** *omplaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 2/19/24 but were unable to reach him.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank *************************************** for his patience during the claim process.  

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a trip cancellation claim which took nearly a month to process. The system was down to get the claim reported for over a week. Numerous phone calls had to be made about slow response and delays to the handling process to no avail. Three different times a manager was to return the call which still has not happened in nearly a week. Even when you do get an employee on the phone, they only talk about what they can't do and fail to provide any solutions or real answers. Overall a very poor experience.

  

  Business Response

  Date: 01/29/2024

  We have reviewed **************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer on 1/25/24 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ************ for her patience during the claim process.  

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased travel insurance through this company. What they say they do and what they end up doing is completely unethical, and potentially illegal but I don't have the means to pursue it. They have found every loophole possible to not pay us for our insurance claim. They have backpedalled and they have made contradicting statements and their policy was very misleading.

  

  Business Response

  Date: 01/29/2024

  We have reviewed *** ************* complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer on 1/26/24 regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank *** ************ for her patience during the claim process.  

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought travel insurance for a trip on Carnival Cruise from 10/14-10/23. I was so sea sick that I went to the *********** the first day and was given medicine. I was not given a chance to see the doctor. I left the cruise and flew home from HI. I had to pay $941 penalty to the ship to leave early. I want my penalty money back as well as all the travel expenses paid for my trip home from HI. I have submitted all of this including receipt for the medicine showing I went to the *********** and they will not pay my claim. I have called them 1/19 and 1/24 and just keep getting the same request - upload documents. I have already done this!

  

  Business Response

  Date: 01/29/2024

  We have reviewed ************** ******** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ************** ****** for her patience during the claim process.  

  Customer Answer

  Date: 02/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This is to let you know that the company did contact me but it did not resolve the matter.  It just said they were not paying me the claim.  This is not acceptable to me.  
  Thank you,
  ***********************************************
  

  
  

   
  
  
  
   
  

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my cruise on 12/22/2023, and on the same day I opened up a claim for my cancellation through aon and I have been waiting for Aon to get more information from the travel provider since then. I have provided Aon travel protection with all the documents they asked for. I provided them with the cancellation document provided to me from Royal Caribbean, so I am not sure why they are needing to wait for Royal Caribbean to respond to them when I have given them everything. I contacted aon by phone on 1/11/2024 and was provided with no new information pertaining to my case. I used the cancel for any reason policy so I should be getting my refund in a future cruise credit in the amount of $900. I am waiting for that so I can use it for an upcoming cruise. This shouldnt be taking longer than a month to issue a simple future cruise credit. My reference number from aon is *******. Any assistance would be greatly appreciated.

  

  Business Response

  Date: 01/29/2024

  We have reviewed **************' complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer by phone on 1/24/24 regarding the finalization of the claim but were unable to reach him. Additionally, a letter was mailed to the customer on 1/24.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.

  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ************** for his patience during the claim process.  

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a trip to ***** for July 2023. We purchased the travel insurance protection policy. My wife had to have emergency surgery prior to our sail date causing us to cancel the cruise. We have sent 3 drs notes including a note from the surgeon and have yet to have a resolution. The total is *****. When trying to contact AON we havent gotten any one on the phone and when we did they told us that they need access to my wifes medical records even though they have the drs notes. Upon looking at the policy we have submitted everything they needed when we submitted the drs notes that includes the dates and issues.

  

  Business Response

  Date: 01/29/2024

  We have reviewed ********************** complaint and would like to provide the following status on this matter. 
  
  Our claims department has reviewed the claim and has contacted the customer by phone on 1/24 but was unable to reach him. Additionally, a letter was mailed to the customer on 1/24 clarifying what is needed to review his claim and  advising of our efforts to reach him to discuss the claim. 
  
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ****************** for his patience during the claim process.  

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip on Celebrity Cruise, taking a friend with me who had had a health scare that turned out to be a non-threatening disagnosis. The doctor cleared my friend for travel during this time. Unfortunately, the healtch challenge flared up again and we had to cancel the trip for more testing. I purchased my first AON Travel Policy soon after I purchased the trip, called in to upgrade the amount of money due to upgrading the cabin. The representative took my payment information and assured me everything was ok. I received an email from *** stating they could not instate a new policy until the old one was cancelled and did I want to proceed. I did and the new one was not put in place. I found this out when I called Celebrity with a question and was told I did not have cruise insurance coverage. I immediated purchased another plan.The purpose of having travel insurance is to cover the unexpected. Not only did I not expect to have my coverage cancelled without a policy in place that I called and spoke to a representative about, but to have my claim denied was the icing on the cake. I like Celebrity Cruises and would ***** use them again, but not Aon. They may cite all of the policy terms they would like, the bottom line is that telling a human being that they should not have booked a cruise after experiencing a health scare, that turned out to not be life threatening and could travel, yet health challenges flared up again and needed testing done, is not the way to do business. If these things did not happen, there would be no need for insurance. Very dissatisfied. Will use another agency next time.

  

  Business Response

  Date: 02/02/2024

  We have reviewed **************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim.
  
  The claim has been processed according to the terms of the plan purchased. The claimant has stated that they will be sending in new information to have the claim re-reviewed. Until that information has been received there is nothing further with their claim at this time.  
  
  We thank **************** for her patience during the claim process.  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a cruise on the celebrity Beyond. We had to cancel due to my husband getting ill.The doctor felt he shouldnt travel,outside country. We purchased insurance thru the cruise line. Aon insurance. Cancelled both the cruise and filed claim on Dec 21, 2023 Every time I try to contact them I get disconnected I am told unto ten days. We are now passed that.I also have been reading reviews and have noted a lot of people need to contact Bbb so here I am. Sadly

  

  Business Response

  Date: 02/02/2024

  We have reviewed ****************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim and electronic payment redeemed on 1/24 and check mailed on 2/2. 
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank ************** for her patience during the claim process.  

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   I have not received the check yet.  I was able to get half of it put in our checking account .  Now waiting on check.  As soon as I received it I ll close the case.
  

  thank you
  

   

  ***********************

   

   

  
  
  
  
   
  

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  yay!  Received check finally!
  Thanks for your help.  I am sure I still would be fighting 
  This case if it wasnt for you!
  
  Sincerely,
  *********************
  

  
  

   
  
   
  
  

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been struggling endlessly with AON Travel Insurance to refund me a cruise cost. I was unable to travel due to illness and should rightfully be refunded in full. While I understand that many businesses lost money during the years since covid started, that should not be placed at the burden of the customer. I have been dealing with my claim for numerous months with the same unjust results. It almost seems like i've been strung along to a point where they just hope I grow tired and give up. I hope I have provided enough supporting documentation. The only "award" they recommend is to go back to Carnival Cruise Lines and request cruise credit. I don't know if they are trying to avert responsibility to the cruise line, rather than justly approve claim payment themselves, but this cruise was for my mother's 93rd birthday celebration with family and cannot be redone!!! Cruise credit is not a solution, I need to be reimbursed. Despite my explaining this to AON on more than one communication, they continue to tell me to request cruise credit. I specifically purchased AON travel insurance to be protected should any health matters prevent me from going on the trip. I should be reimbursed for my loss. Please assist me with my claim!

  

  Business Response

  Date: 01/29/2024

  We have reviewed ******************** complaint, and we are happy to provide status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer regarding the finalization of the claim and the payment processed.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  
  We thank **************** for her patience during the claim process.  

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter will be resolved upon receipt of payment in my bank account.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aon Affinity Travel Practice and Adventures by ****** Tours were unfair and/or deceptive in their sale of travel insurance.Their advertising for their Rhine EUROPE | ***********, ******, *******, *************** Rhine River Cruise was very appealing to my wife and I, I am in my late 60s and my wife is in her 70s. She has always wanted to go to ***********, where her family is from. We found ****** Adventures and found a Rhine River Cruise which included ***********. The package would be a lot on our budget, but decided to put down a deposit with the understanding we would receive a refund if we cancelled the vacation with significant notice. With a surge in Covid cases, and my wife being immune compromised, she grew very uncomfortable with the thought of travel. As a result, we cancelled our trip 1 year 7 months 29 days in advance (607 days in advance of our planned trip). Of the $4244.04 that we paid towards our trip we received a refund of $802.42, with Adventures by ****** or Aon Affinity Travel Practice keeping $3441.62.****** and Aon have conspired against consumers, particularly the elderly, using high pressure sales to sell the insurance products but ****** and Aon stipulate that 90% any money given is theirs to keep if the purchaser does not cancel within 14 days of the initial payment. Given the amount of advance notice we gave, we are asking that ****** and Aon refund the remaining balance of $3441.62. We each had a reservation, Adventures by ******, Reservation #******** for ***************************** and Reservation ******** for ********************************. The trip was for the Rhine River Cruise ***** Sep ****, the reservations were issued on 20 Jan 2023 for that cruise.

  

  Business Response

  Date: 01/29/2024

  We have reviewed Mr. ******** complaint and would like to provide the following status on this matter.
  
  Our claims department has reviewed the claim and has contacted the customer by phone regarding the finalization of the claim on 1/17/24 and 1/19/24 but were unable to reach the. Additionally, a letter was mailed to the customer on 1/23/24.
  
  The claim has been processed according to the terms of the plan purchased and therefore, the customers concerns have been addressed.
  If the customer would like to discuss the claim further, they can call our office at ************. 
  
  We thank ****************** for his patience during the claim process.